Contact Center Workforce Management Specialist Otro

de AT&T en Estado de Mexico
Publicado el 07-10-2016 en Oficios / Puestos Operativos

Estado De Mexico, NAUCALPAN, Mexico
3 years in administrative capacity Call center
Oversee WFM processes that are facilitated by other members of team of which does not have supervisory responsibilities. Assist in the facilitation of training for center processes and procedures.
Coordinate and facilitate any or all of the following for the Call Center: Forecast and Scheduling, Intraday Operations, Payroll Administration, Attendance Reporting and Trending, Building and Safety Management, Security and Emergency Site Coordination.
Roles and Responsibilities:
- Provides direction to Workforce Analysts regarding charge activities, real time call routing tactics, system parameter adjustments, emergency procedures, or outage conditions and or takes direction from Operations teams to perform various functions in support of success metrics and performance targets
- Oversees the production of forecasts and schedules for one or more call centers, with direct responsibility for the accuracy and validity of the forecasting and scheduling processes and results
- Ensures even allocation of calls to all available centers to maximize accessibility objectives and or ensures call center staffing for multiple sites are scheduled efficiently and result in achievement of accessibility objectives.
- May act in a consultative role in partnership with operational leadership to identify opportunities for improved performance and efficiencies. Review performance results, call volume patterns, attendance and attrition, and make recommendations on changes to forecast, scheduling and attendance polices
Key Competencies and Skills:
Job specific skills
- Deep understanding of Call center environment
- Workforce Management Operations: Forecasting, Scheduling, Intraday Operations, Call Routing, Payroll Administration, Training coordination
- Desirable experience with NICE IEX Total View WFM and Avaya CMS
Professional Skills
- Fully Bilingual (English - Spanish)
- General office skills: word processing, email, spreadsheet management, Advanced excel, Forecast modeling
- Adept at utilization of company-wide system for reporting data and information
University Degree - Intl

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